On October 13, I made an online purchase from Zara totaling $222. Because some items didn’t fit or I didn’t like them, I decided to return 7 pieces and sent them back via DHL Commerce. My tracking number is 907485042870 and my order number is 5394*19.
My return package was delivered to Zara on November 8, which is clearly shown in the shipping tracking information. However, I later received an email stating that the returned items with reference numbers 0605080680004, 0306725380005, 0306725380006, 0837227980004, 0503*2904, and 0834126280004 were “not visible as stored in the warehouse,” and therefore they could not assist me further with my request.
I do not accept this explanation. The shipment was delivered, the products arrived at Zara, yet Zara is refusing my return by saying the items do not appear in their warehouse system. My items have not been returned to me, and the refund for $222 has not been issued either, leaving me in a state of serious uncertainty and inconvenience.
I request that Zara re-examine my return, clearly explain what happened to my items, and refund the full $222 to me as soon as possible. I also expect a detailed and satisfactory explanation regarding why my products appear to be “missing” in the warehouse.
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